Payment
What payment methods do you accept?
What payment methods do you accept?
Here’s a breakdown of each payment method option:
Credit Card: Customers can make payments using their credit cards. This method is convenient and allows for secure online transactions.
PayPal: PayPal offers another secure online payment option. Customers can use their PayPal account to complete transactions quickly and safely.
Cash On Delivery (COD): This option allows customers to pay in cash at the time of delivery. It provides flexibility for those who prefer not to use electronic payment methods or who want to inspect the goods before paying.
Is the price stated on the website inclusive of GST?
Is the price stated on the website inclusive of GST?
Yes, the prices shown for products on our website already include the applicable GST
Do you accept the NEA Climate Vouchers?
Do you accept the NEA Climate Vouchers?
Sorry, NEA Climate Vouchers cannot be used and do not apply to online orders.
Store Pickup
Are store pickup options available?
Are store pickup options available?
Yes, we offer store pickup. Simply select the 'store pickup' option at checkout.
Where is the self-collection area located, and what are the operating hours?
Where is the self-collection area located, and what are the operating hours?
Our office and warehouse are located at 107 Kaki Bukit Avenue 1, Level 4, Singapore 415988.
Collection times are as follows: Monday to Friday from 9:30 AM to 6:00 PM, and Saturday from 9:30 AM to 1:00 PM. Please note that collection services are unavailable on Sundays and public holidays.
What is the store pickup process?
What is the store pickup process?
The store pickup process generally involves the following steps:
- Order Placement: You place an order online for items that are available for in-store pickup.
- Store Notification: The store receives your order and prepares it for pickup. You may receive an email, message, call or notification confirming that your order is ready.
- Visit the Store: You visit the designated pickup location (store) during their operating hours.
- Verification: Bring identification (such as a driver's license or order confirmation number) to verify your identity and the order details.
- Pickup: A store associate will locate your order, verify the items, and hand them over to you. You may be required to sign or acknowledge receipt of the items.
- Completion: Once you have received your order, you can leave the store with your items.
It's a convenient option for customers who prefer to shop online but want to avoid shipping costs or wait times by picking up their purchases directly from the store.
Ordering
How long will it take to receive my order?
How long will it take to receive my order?
The estimated delivery lead time of 2 - 5 working days means that your order should be delivered within that timeframe after it has been processed and shipped. Here's what it typically implies:
- Working Days: These are days when the shipping carrier operates and delivers packages, excluding weekends and public holidays.
- Processing Time: This is the time it takes for the seller to prepare your order for shipment, which is separate from the delivery time.
- Delivery Time: Once your order is shipped, this is the period during which the carrier will transport and deliver your package.
To estimate when you can expect your order:
- If you place an order on a Monday and the processing time is immediate, your order might be shipped the same day or the next.
- Assuming a 2 - 5 working day delivery lead time, if it ships on Tuesday, you could expect delivery by the end of the week, potentially by Friday if there are no delays.
It's good to keep in mind that unexpected circumstances such as weather delays or carrier issues could affect the delivery timeline slightly. If you need more precise information, checking with the seller or tracking your shipment once it's been dispatched can provide more accurate details.
Can I cancel my order?
Can I cancel my order?
Yes, if the product status is still listed as "not shipped," it generally means the order is still being processed or prepared for shipment. During this phase, you usually have the option to cancel the order.
If you need assistance with cancelling your order or have any questions about our services, feel free to contact our hotline at 6844-2991. Our customer service team will be happy to help you with any inquiries you may have.
What if I want to speak to someone?
What if I want to speak to someone?
We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.
Shipping
Is there any shipping fee surcharge for online orders?
Is there any shipping fee surcharge for online orders?
Orders above S$300 in a single invoice to a single address qualify for free delivery. Orders below S$300 will incur a S$10 delivery surcharge.
* Delivery is available for lift landing levels only. Additional charges apply for carrying bulky appliances up or down stairs.
Do you ship to overseas destinations?
Do you ship to overseas destinations?
No, currently our services are focused exclusively on customers within Singapore. At this time, we do not have plans to offer international shipping
Can I have an order delivered to a Singapore address if I am based overseas?
Can I have an order delivered to a Singapore address if I am based overseas?
Yes, you can place an order for delivery to a Singapore address, provided it meets our delivery conditions.
Exhange and Returns/Refunds
Do you provide a one-to-one exchange if the product is defective?
Do you provide a one-to-one exchange if the product is defective?
If customers wish to initiate a one-to-one exchange due to manufacturing defects, they should inform our team within 7 days after delivery. Please contact us by emailing enquiry@etsound.com.sg. Customers are required to include their order number and provide clear pictures or videos showing the defect. This process ensures that exchanges proceed smoothly and aligns with our policy guidelines.
Once the exchange is confirmed, we will deliver the replacement to your doorstep within 5 working days, between 2pm and 7pm. Our staff will contact you once the exchange schedule is confirmed.
How do I return a product?
How do I return a product?
We do accept returns due to a change of mind within 7 days after delivery, provided they meet our return policy outlined below.
Condition of Returned Items:
- All original packaging, documentation, and accessories must be returned.
- Packaging must be unopened with seals intact, if applicable.
- New items must be unused, undamaged, and unworn.
Conditions Under Which Returns Will Not Be Accepted:
- Items damaged, missing parts, or in unsellable condition due to customer negligence, misuse, or tampering.
- Items that have been resized, damaged, or altered after delivery.
Partial Refund Policy:
- Returns due to reasons not caused by the ET SOUND ENTERPRISE PTE LTD (e.g., change of mind, found cheaper elsewhere) will receive a partial refund.
- The refund amount is calculated based on factors like packaging size, payment fees, and the condition of returned goods.
- Customers are responsible for shipping the item back to the warehouse.
How long will it take to receive my refund?
How long will it take to receive my refund?
Refunds are processed within 7 days from when we receive the item(s).